How our claims process works

Complaints Handling Procedure

Receiving Complaints

Any person who wishes to make a complaint about the claims management services offered by this site may do so
a) by email to:

b) by letter to:

Responding to Complaints

i) We reserve the right to decline to consider any complaint raised more than 6 months after the complainant became aware of the cause of the complaint.

ii) We will send a written or electronic acknowledgement of any complaint received within 5 business days of receipt of any such complaint, giving the job description of the person handling the complaint, together with a copy of this internal complaints handling procedure.

iii) Within 4 weeks of receiving the complaint we will either send the complainant a final response or a holding response, explaining why it has not been possible to deal with the complaint within 4 weeks, and indicate when further contact will be made, which will be within 8 weeks of the original complaint.

iv) If a final response cannot still be provided within this 8 week timescale then the complainant will be informed of this and the reasons why, and advised of their right to make a complaint to the Financial Conduct Authority.

Right to Complain to the Financial Ombudsman Service

If a client is dissatisfied after using our Internal Complaints Handling Procedure then they can make a complaint to the Financial Ombudsman Service.

Complaints may be made in writing, online, by telephone or any other form to

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR

online : www.financial-ombudsman.org.uk
tel : 0800 023 4567
Opening times : 8am to 8pm, Monday-Friday and 9am to 1pm on Saturdays

Colour Ventures Ltd is regulated by the Financial Conduct Authority in respect of regulated claims management activities. Registration is recorded on the website https://register.fca.org.uk